Case 15992727

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AstraWally
Posts: 2
Joined: Wed Sep 04, 2019 2:19 pm

Case 15992727

Post by AstraWally » Mon Sep 09, 2019 9:29 am

I sent a request to residentialsupport@exetel.com.au on info how to disconnect my clunky ADSL. Got the automated case email and the "we'll get back to you ASAP".

3-4 business days later no response - what gives? Is it not unreasonable for someone to send through an email and get a response within a few days.

Searching the forums, I am told this is the right way to contact for such a request e.g. https://forum.exetel.com.au/viewtopic.php?t=43735 and https://forum.exetel.com.au/viewtopic.php?t=44314

This is exactly why I wish to cancel, really bad customer service experience, and exactly why I don't wish to try to resolve the intermittent connectivity and speed issues.

Can someone please tell me how to disconnect my ADSL service?

KavindaS
Forum Admin
Posts: 2509
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Case 15992727

Post by KavindaS » Mon Sep 09, 2019 3:30 pm

AstraWally wrote:
Mon Sep 09, 2019 9:29 am
I sent a request to residentialsupport@exetel.com.au on info how to disconnect my clunky ADSL. Got the automated case email and the "we'll get back to you ASAP".

3-4 business days later no response - what gives? Is it not unreasonable for someone to send through an email and get a response within a few days.

Searching the forums, I am told this is the right way to contact for such a request e.g. https://forum.exetel.com.au/viewtopic.php?t=43735 and https://forum.exetel.com.au/viewtopic.php?t=44314

This is exactly why I wish to cancel, really bad customer service experience, and exactly why I don't wish to try to resolve the intermittent connectivity and speed issues.

Can someone please tell me how to disconnect my ADSL service?
Exetel apologies for the inconvenience may have caused by this. We have already escalated your request with the customer care department and they will provide you a feedback via the same ticket reference 15992727.

AstraWally
Posts: 2
Joined: Wed Sep 04, 2019 2:19 pm

Re: Case 15992727

Post by AstraWally » Thu Sep 12, 2019 1:42 pm

Awesome, thank you for the escalation, however it is now 3 more days and absolutely zero progress or contact.

Is Exetel still a business or have you shut down ?

nicoler
Exetel Staff
Posts: 124
Joined: Thu May 02, 2013 12:16 pm
Location: COLOMBO

Re: Case 15992727

Post by nicoler » Thu Sep 12, 2019 3:35 pm

AstraWally wrote:
Thu Sep 12, 2019 1:42 pm
Awesome, thank you for the escalation, however it is now 3 more days and absolutely zero progress or contact.

Is Exetel still a business or have you shut down ?
Hi
Apologize for the inconvenience with regards to this. We will arrange a call back shortly to assist you with the cancellation.

Kind Regards

Nicole

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